Toronto Hydro-Electric System Limited

Ice Storm 2013 Technical Briefing January 9, 2014

Anthony Haines

President and CEO

Ben LaPianta,

Executive Vice President of Electric Operations

Chris Tyrrell

Executive Vice President of Customer Care

Blair Peberdy

Vice President Communications and Public Affairs

Toronto Hydro

Today

Storm Preparation

Grid Restoration (3 Phases)

Communication

Road Ahead

Questions Credit: Toronto.CTVnews.caCredit: Toronto.CTVnews.ca

Toronto Hydro

The most disruptive incident we have faced

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J.P. J.P. MoczulskiMoczulski/ THE CANADIAN PRESS/ THE CANADIAN PRESS

Toronto Hydro

Monitoring Storm

(Freezing Rain warning)

Supervisors & Crews

readied (Dec 21)

Declare Level 3 Emergency

(Dec 22)

Activate System Operations

Centre (SOC) and Local

Incident Command Centers

(LICC)

Emergency

Preparedness

Planning (EPP)

Toronto Hydro

Emergency Declaration and

Mobilization Emergency Operations

Centre (EOC)

Local Incident

Command Centre

(LICC) – Monogram

LICC –

Commissioners

LICC – Milner

Level 3 Emergency Declared

EOC activated at 04:00 22nd Dec

LICC – Mutual Aid

System Operations Centre

(SOC)

Toronto Hydro

Storm Impact

Greater than:

• 300,000 customers out

• 20x normal OMS (outage

management system)

events

• 100x call volume

• 800 Traffic lights out

• 80 - 911 calls

• 500 wires down

• 160 locations (Police onsite)

• Live wires!

• Critical Infrastructure out

• Roads blocked (trees/branches)

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Chris Young/ THE CANADIAN PRESSChris Young/ THE CANADIAN PRESS

Toronto Hydro

EPP Mobilization

• Level 3 Emergency

• Activate EOC / LICC’s

• TEMPC coordination (Toronto Emergency Management

Program Committee)

• Roster staff 7/24

• Issue call for Mutual Aid

• Logistics (materials, fuel)

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J.P. J.P. MoczulskiMoczulski/ THE CANADIAN PRESS/ THE CANADIAN PRESS

Toronto Hydro

EPP Execution

Planned logical restoration:

• Police, Fire, Ambulance –

make safe!

• Damage assessment

• Critical infrastructure

• Restore Transformer Stations

• Restore Municipal Stations

• Energize Feeders: Big,

Medium & Small wires

Toronto Hydro

9 Utility Companies

• Transportation

• Lodging >130 rooms

• Food > 2000 meals

• Clothing

• Safety training

• Work Orientation

• Mutual Aid > 260

resources

8 local contractors > 150

Total Support > 400

Mutual Assistance

Toronto Hydro

Customer Restoration Profile

225K

customers

restored

30K

customers

restored

45K

customers

restored

Phase1 Phase 2 Phase 3

Toronto Hydro

Grid Restoration

Phase I

• Make Safe

• Damage Assessment

• Restore critical loads

• Restore Transformer

Station

• Mobilize Mutual Aid

> 225,000 restored (75%)

Toronto Hydro

Grid Restoration

Phase II

• Restore Municipal

Stations

• Restore main feeders

• Restore multi-residential

• Restore lateral feeders

> 255,000 restored (85%)

Toronto Hydro

Grid Restoration

Phase III

• Restore individual services

• Restore back yard

construction

• Reconnect Electrical

Safety Authority (ESA)

approvals

• Remaining 5,000 restored

by Jan 2

• Demobilization planning

Toronto Hydro

Customer Owned

Equipment

Damage

• Approx 3000 customers

• Where possible, made

temporary connections

• Coordinated expedited

process with ESA

• Offered qualified

contractor lists

Credit: ESACredit: ESA

Toronto Hydro

Communications

Challenge

communication relies

on electricity

Strategy

• Use all available

channels to get the

greatest reach

• Deliver information

frequently

City Councillor Networks

7000 emails

Business and Association Networks

37000 emails

Customer Calls

374000 in 10 days

City

&

Province

Mass Media

1500 interactions

Social Media

1000 Tweets

6000 Customers Comments

on Facebook

Toronto Hydro

Communications

374,000 calls in 10 days

Outreach to:

• Business customers , associations

and property management

companies

• Life support and vulnerable persons

Continued focus on:

• Public safety awareness and caution

Toronto Hydro

Call Centre Volumes

0

10000

20000

30000

40000

50000

60000

70000

80000

90000

100000

110000

120000

130000

140000

Nu

mb

er o

f C

all

s

Storm Call Centre Volumes

Ice Storm Call Volume

Normal average call volume

Average System/Resource Capacity

Pre/Post Storm Call Volumes

Toronto Hydro

Our Technology

• Supervisory Control And

Data Acquisition (SCADA)

• Outage Management

System (OMS)

• Distribution Management

System (DMS)

• GPS in trucks

• Meters

• Call Centre

Toronto Hydro

In Summary…

Safety first

All critical loads restored within 36

hours

75% restored in the first 48 hours

Effective mutual aid coordination

24/7 operations for 13 days

Toronto Hydro

Road Forward Independent Review Panel

Steering Committee Chair

David McFadden, QC

Members

Joe Pennachetti (City of Toronto)

Sean Conway (Centre for Urban Energy- Ryerson University)

Industry Experts (To be named)

Davies Consulting

Forestry

Grid Response & Design

Customer Communication

Toronto Hydro

Questions